Desktop Support Technician
Resume:
George D. Black Jr.
******.********@*****.***
LinkedIn Profile:
Desktop support / Helpdesk technician with 5+ years of experience with IT support and extensive knowledge with installing, networking, and troubleshooting. Exceptional customer service and communication skills; consistently conveys competence and concern to end users. Strong ability to effectively multitask and to perform with a sense of urgency for rapid issue resolution.
TECHNICAL SKILLS
Hardware Skills: Laptops, Desktops, Servers, Printers, Cabling, Hardware Upgrades & Maintenance, Routers
Operating Systems: Windows, Linux/ Unix OS, Windows Server 2003/2008/2008 R2/2012/ 2012 R2, Microsoft Outlook Exchange, Office 365, SCCM, Citrix XenApp & Xendesktop6.5/7, MAC OS
Networking: Active Directory, TCP/IP, VPN, Ethernet
Certifications: Comp TIA A+, Comp TIA Network+
PROFESSIONAL EXPERIENCE
Bank of America/Merrill Lynch Fort Worth, TX
Desktop Support Technician August 2016 – Present
Resolve issues surrounding computer hardware, software, network, and telecommunications systems knowledge
Investigate arising incidents caused by malicious activities, and identify false positives
Document security events daily to create a baseline of activity for the client network
Manage and setup group policies for new users in Active Directory services on Microsoft Windows Server 2012 R2 and 2016
Assemble and configure computers, printers, peripherals, network components and associated services for deployment
AIG Irving, TX
Help Desk Support Technician August 2015 – August 2016
Performed assigned technical duties, service calls, configuration and troubleshooting on PC’s, wireless mobile devices, printers, and basic network troubleshooting
Configured, installed and maintained basic network operations, install software and updates on various components
Troubleshooted end user issues using Microsoft Outlook, VPN troubleshooting, and resolved advanced network issues
Provided end user support and management for mobile devices, desktops, laptops, & thin clients in a Citrix or Windows environment
Frisco International Irving, TX
Help Desk Support Technician March 2015 – August 2015
Provided technical assistance for end user support and issues related to computer systems, POS software, and hardware recommendations
Recorded, tracked, and documented the help desk request problem-solving process, including all successful and unsuccessful decisions, and actions taken, through to the final resolution.
Troubleshooted end user issues using Microsoft Outlook, VPN troubleshooting, and resolved advanced network issues
Configured and set up POS systems for various locations in the Southwest region.
CVS Fort Worth, TX
Pharmacy Technician March 2014– August 2014
Maintained prescription prioritization throughout prescription and processing, product selection, counting, and measuring drugs
Performed all prescriptions pick up procedures in adherence of CVS policy and procedures
Contacted physicians to verify prescriptions refills and address third party issues.
Communicated with warehouse and wholesalers for inventory information
Roadrunners Logistics Fort Worth, TX
IT Support June 2012- December 2013
Maintained daily performance of Hard Drive backups, Hard Disk Drive (HDD) usage, and computer functions and printers Deployed and observed IDS sensors and their resulting alerts
Provided end user support with clients while translating computer issues in a clear precise manner
Performed computer diagnostic using problem solving skills to troubleshoot hardware, software, and driver support
EDUCATION
Tarrant County College (NW Campus) Fort Worth, TX
Technical Course Comp TIA A+/Network + Certification, 2015
DeVry University Irving TX
Bachelor of Science: Business Administration, 2014
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